Phone or internet contract · France

Direct answer

Telecom providers have a legal complaints procedure with a deadline, and a regulator behind it. Complain to the provider in writing first — billing, speed far below the contract, a line down for days, a switch you never asked for. If they do not solve it within the deadline, Médiateur des communications électroniques (mediateur-telecom.fr) — the telecom regulator or its dispute service for France — decides for free, and providers follow. SignalConso — DGCCRF (0809 540 550) helps with contract terms; Médiateur de la consommation (economie.gouv.fr) is the general dispute body if the case is about the sale rather than the service.

Call firstMédiateur des communications électroniques

Report toSignalConso — DGCCRF

If that failsMédiateur de la consommation

🗣️ What to say

"Contract [number]. Since [date] [the line is down / the speed is [x] instead of [y] / the invoice charges [item] I never ordered]. I make a formal complaint and ask for [repair / correction / release from the contract] within the legal deadline. I pay the undisputed part meanwhile."

🪜 Step by step

Complain to the providerIn writing, "formal complaint", contract number. Note the date — the deadline starts here.
Measure and recordSpeed tests at different times, outage dates, screenshots of the contract's promised speed.
Know your exitsA line consistently far below the promised speed, or a price increase mid-term, lets you leave without penalty under EU telecom rules.
Escalate to Médiateur des communications électroniquesFree dispute resolution; the decision is usually binding on the provider.
Switch without a gapNumber portability is a right and takes one working day; the new provider handles it.

📇 All contacts

Médiateur des communications électroniquesFree mediation with operatorsAfter a written complaint to the operator🔗 www.mediateur-telecom.fr

SignalConso — DGCCRFReport to the seller and the consumer-protection authorityWhen the seller refuses📞 0809 540 550 🔗 signal.conso.gouv.fr

Médiateur de la consommationFree mediation, mandatory for every traderAfter a written complaint without a solution🔗 www.economie.gouv.fr/mediation-conso

Centre Européen des Consommateurs FranceFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 www.europe-consommateurs.eu

❓ Frequently asked

They switched me to a new plan without asking

Not allowed. Demand the old plan back in writing and complain to Médiateur des communications électroniques; unrequested changes are a recurring enforcement topic.

Can I cancel because the speed is bad?

Yes, if there is a significant, continuous or regular discrepancy between the real and the contractual speed. Keep the measurements.

The outage lasted a week — compensation?

Many countries oblige a credit per day of outage after a report. Ask for it explicitly; providers rarely add it themselves.

📎 Sources

Last checked: 2026-09-26

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